February 2012

August 13, 2009

When was the last time you had a really “wow!” experience while dealing
with a large company? Can you think of an encounter that you had with
some big firm in the past six months or so that was especially great,
where you felt surprise and delight in any way? If you are like me, you
may be having difficulty thinking of more than a few, if any, such
experiences.

Yet from the point of view of strategic management, we know that client
delight is vital, because, if clients are not being delighted in a
world of fierce global competition, the likelihood that they will
remain loyal to the company is not high. Disgruntled or dissatisfied
clients are likely to switch at the first chance.

This led me to inquire recently whether companies are even trying to delight their clients. So I went
to the websites of the world's biggest firms and examined what they say they are trying to do. The results surprised me. Find out more here.